Disainilahendus Call Center Suhtlusplatvorm, autor Akbank Design Studio and Service Design

Disainilahendus Call Center Suhtlusplatvorm, mille autor on Akbank Design Studio and Service Design, on kõrgelt hinnatud 2021 auhinna Kuldauhind A' Design Award võitja konkursi kategoorias Kasutajaliidese, interaktsiooni ja kasutajakogemuse disain.

KuldKasutajaliides· 2021

Call Center Suhtlusplatvorm

disainer: Akbank Design Studio and Service Design

Klient: Akbank

Auhind Kuldauhind A' Design Award kategoorias Kasutajaliides

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Värvid

Disain

Teosest Call Center Suhtlusplatvorm

Call Center on kommunikatsiooniplatvorm, mis on loodud panga kontaktkeskuse jaoks. Platvorm toetab agente klientide kõnede ja vestluspäringute ajal. Kliendi vajadusi analüüsitakse enne iga kõnet, selle ajal ja pärast seda, mistõttu paljud probleemid lahendatakse juba allikas ilma uue kõne vajaduseta. Kaasatud on iseteeninduskanalid, nagu mobiilirakendused, sularahaautomaadid ja häälvastussüsteemid. Agente juhendavad armatuurlauad ja analüütika, mis suunavad iga kliendi õigesse jaama. Pausiekraan kuvab kõnede vahel motivatsioonisõnumeid. Platvorm on kohanduv ning saadaval inglise ja türgi keeles.

Tunnustus

Auhinnast Kuldauhind A' Design Award

Call Center Suhtlusplatvorm on Kuldauhinna A' Design Award võitja, ülimalt prestiižikas tunnustus, mis antakse esmaklassilistele, imelistele ja silmapaistvatele disainidele. Kuldvõitjad on ülimalt uuenduslikud, visioonilised ja glamuurselt pimestavad looming, mis peegeldab oma disainerite geniaalsust, tarkust ja oskusi. Call Center Suhtlusplatvorm peaks olema kõrgelt kiidetud, suundi seadev ja monumentaalne leiutis, mis pakub enneolematut väärtust. See Kuldauhinna A' Design Award võidudisain on suurejooneline, lugupeetud projekt, mis toob suurt kasu ning nihutab kunsti, teaduse, disaini ja tehnoloogia piire. Call Center Suhtlusplatvorm tekitab intensiivset soovi, äratab kirge, julgustab loovust ja lummab meid.

Disaini taustal

Pressimaterjalid

Disaineri esitatud autorid, meeskonnaliikmed ja tehnilised andmed.

Unikaalsed omadused: In accordance with Akbank's new vision, Customer Contact Center is a "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels.
By analyzing not only the cx during the call, also before and after the call, we proactively solve the problems of our customers at the source without creating a call. Also we create new experience not only in contact center also in self service channels as mobile, ATM, IVR etc.
Mõõtmed ja pakend: Responsive design, holistic design approach to corporate identity
Sildid: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
Tootmistehnoloogia: The project is available for desktop in English and Turkish language versions. Design Tools: Sketch, Principle, Illustrator, Invision, Zeplin, Abstract Development Tools: .net 4.5 mvc, Kendo UI, Angular
Disainiülesanne: The agent can answer call and chat notification from customers parallely. The design should handle all needs in one shot so the agent manage the call easily. Also, the agents are very busy during the day. The question is how can the application can be kind and smart both in business and personal. When the agent wants to take a new call, the screen is reversed to the pause moments screen and the agent can see motivation or well being messages on there. This screen is created for take a breath.
Uurimistöö: We had in depth interviews with customers and staff users to determine the needs and functions,. To understand the users needs and provide successful solutions, we used wide range of research methods like user interview, card sorting, design workshops. After these research we focus not only the customer experience during the call, but also before and after call and solved the problems.We got meaninful insights with these researches and use them to creating personas, customer journey mappings. To evaluate our design and observed users behaviors, we ran several user testing.
Inspiratsioon: We want to make Akbank customer's and staff's experience better with all channels. Customer contact center is one of the channel of this process. After all the studies we have been thinking about how to make customer communication fast, intelligent, value based and simple. We have designed a proactive, fast and intelligent customer communication and sales tool that provides quick solutions, better quality services and intuitive experience designed to motivate staff encourage team collaboration
Projekti kestus: The project started in March 2019 in Istanbul and had first released in June 2020 in Istanbul. It is an ongoing process with updates depending on new needs.
Tööprotsess: Firstly we try to solve the problem or need before become a call so we provide self services solutions as mobile, atm etc. If customer call us firstly we try to guess it's need and response in voice response system easily. If customer need connect to the agent we direct customers to right station faster according to its need and segmentation. During the call, agents are fed with dashboard, analytics intelligence and functions that will provide the fastest and proactive service to the customer
Patendid: Copyrights belong to Akbank T.A.Ş, 2020
Meeskonnaliikmed: Akbank Design Studio and Service Design team
Piltide autorid: Image #1: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021.
Image #2: Illustrator Akbank Design Studio, 2020.
Image #3: Illustrator Akbank Design Studio, 2020.
Image #4: Illustrator Akbank Design Studio, 2020.
Image #5: Illustrator Akbank Design Studio, 2020.
Video Credits: Illustrator Akbank Design Studio, 2020.